Thank you for choosing OVA Multivendor Delivery Mobile App. Our Refund Policy outlines the terms and conditions for refund requests associated with your use of the App. Please read this policy carefully.

1. Eligibility for Refunds

Refunds are subject to the type of transaction and the circumstances surrounding it:

a. Customers:

• Order Cancellation: Customers can request a full refund if they cancel an order before it is accepted by the Vendor. Once the Vendor accepts the order, cancellation and refund eligibility may vary depending on the Vendor's policy.
• Quality or Delivery Issues: If the delivered product or service does not meet the described quality or is not delivered as expected, Customers can request a refund. We may require proof such as photos or descriptions of the issue.

b. Vendors:

• Refunds to Customers: Vendors are responsible for processing refunds for Customers in accordance with their own refund policy.
• Payment Disputes: If a Vendor disputes a payment, we may intervene and facilitate a refund if deemed necessary based on our investigation.

c. Delivery Partners:

• Payment Disputes: If a Delivery Partner disputes a payment for a valid delivery, we will investigate the matter and, if appropriate, facilitate a refund to the Customer.

2. Refund Process

To request a refund, follow these steps:

Customers:

• Contact the Vendor directly if you have an issue with an order.
• If the Vendor does not resolve the issue, contact our Customer Support team through the App with details of the problem.

Vendors:

• Process refunds for Customers according to your own refund policy.
• If a dispute arises, we may request documentation and communicate with both parties to reach a resolution.

Delivery Partners:

• Report any payment disputes through the App, providing all relevant information.
• We will investigate and make a determination based on the evidence provided.

3. Refund Timeframes

Refund processing times may vary depending on payment methods and banks. Typically, refunds should be processed within 14 (Fourteen) business days. Please note that OVA is not responsible for any delays caused by financial institutions.

4. Dispute Resolution

If a dispute arises between a Customer and a Vendor or Delivery Partner regarding a refund, we may act as a mediator to reach a fair resolution. Our decision will be based on the evidence provided by both parties.

5. Contact Us

If you have any questions or concerns regarding our Refund Policy, please contact our Customer Support team through the App or at [info@ovaapp.in].

By using the OVA Multivendor Delivery Mobile App, you acknowledge that you have read, understood, and agreed to the terms of this Refund Policy.